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Interactive Voice Response with Intelligent Virtual Assistant (IVR-IVA) APIs

Updated on March 16, 2021

The Interactive Voice Response with Intelligent Virtual Assistant (IVR-IVA) APIs are a set of REST APIs that an IVR application leverages to expose the Pega IVA capabilities to callers. This can enable your existing IVR to respond to customer inquiries, execute the Pega service cases, and offer personalized responses to callers. By enabling self-service in your IVR, you can reduce the number of callers that require agent assistance.

Pega Customer Service Implementation Guide

In order to leverage this capability, your IVR must meet the following requirements:

  • Able to make calls to the Pega IVR-IVA REST APIs and interpret the results. The IVR will need to be able to make calls to wherever your Pega application is deployed (whether cloud or on-premise).
  • Responsible for all text-to-speech and speech-to-text translations. The APIs provide JSON responses.
  • Handle all customer identification and verification steps. The APIs assume that a trusted source sets the customer context.

IVR-IVA API usage sequence

The following diagram illustrates an example of the sequence of events during an incoming IVR call using the IVR-IVA APIs for the service case Statement Copy.

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